Business Process Outsourcing (BPO) Team Leader Job Description Template
BPO team leaders manage a team of 12-18 voice or chat process executives, ensuring they meet performance targets, maintain quality standards, and stay motivated. In India's BPO industry, which employs over 1.4 million people, team leaders are the crucial link between agents and operations management, responsible for daily huddles, coaching, and reporting. Use our BPO team leader job description template to attract experienced operations professionals. It covers key responsibilities, required skills, Indian education requirements, salary insights (Cost to Company (CTC)), and the selection process.
Job title:
BPO Team Leader
Location:
Bengaluru, Karnataka (or Hyderabad / Noida / Gurugram / Pune / Chennai / Indore)
Job type:
Full-time, Permanent
Reports to:
Operations Manager / Assistant Manager
Experience:
2-5 years (including 1+ year as team leader or senior agent)
Employment type:
Permanent
About the role
We are looking for a BPO Team Leader to lead a team of 15 voice process executives in our US healthcare inbound support account. You'll monitor real-time performance, conduct coaching sessions, manage attendance and shrinkage, and drive team KPIs including CSAT, AHT, FCR, and schedule adherence. This role requires someone who has worked in a contact centre environment and understands the operational rigour required to run a high-performing team.
About the company: - Established: 2002 - Employees: 25,000+ - Industry: BPO and IT-Enabled Services (ITES) (healthcare, BFSI, telecom, technology) - Certifications: ISO 27001, ISO 9001, HIPAA compliant, SOC 2 Type II, PCI DSS - Presence: 35 delivery centres across India, Philippines, and Mexico; 15 centres in India spanning Bengaluru, Hyderabad, Noida, Pune, Chennai, Indore, Jaipur, and Vizag - Known for: Top 5 Indian BPO company by revenue; preferred customer experience partner for Fortune 500 companies in healthcare and BFSI
BPO team leader roles and responsibilities - Lead a team of 12-18 voice or chat process executives - set daily targets, track real-time performance, and ensure SLAs are met - Conduct daily team huddles - share previous day's performance, highlight top performers, address common issues, and communicate process updates - Monitor call quality - conduct 5-8 call listening sessions per week per agent, provide constructive feedback, and maintain quality scores above 90% - Coach and develop team members - conduct one-on-one coaching sessions, identify skill gaps, create improvement plans for underperformers - Manage shrinkage - track agent availability, manage breaks and offline activities to maintain schedule adherence above 90% - Prepare and submit daily, weekly, and monthly performance reports to Operations Manager - team KPIs, attendance, attrition, and quality trends - Handle escalated customer calls - de-escalate, resolve complex issues, and document root cause for process improvement - Drive employee engagement - recognise top performers through reward programmes, address attrition risks, conduct skip-level meetings - Participate in client calls (weekly/monthly) - present team performance, discuss issues, and align on targets - Ensure compliance with process documentation, data privacy regulations, and company policies across the team
BPO team leader qualifications and skills - 2-5 years of total experience in a BPO / contact centre environment with minimum 1 year as a team leader or senior agent with huddle lead responsibilities - Deep understanding of contact centre KPIs - CSAT, AHT, FCR, schedule adherence, shrinkage, attrition, and quality scores - Proficiency in MS Excel - pivot tables, vlookup, charts, and basic formulas for report preparation - Experience with dialer systems (Aspect, Avaya, Cisco), workforce management tools, and CRM (Salesforce, Zoho) - Strong coaching and feedback skills - ability to deliver constructive feedback that drives behaviour change - Excellent verbal and written English - able to participate in client calls and write performance reports - Leadership presence - ability to motivate a team, manage conflict, and drive performance in a target-driven environment - Analytics mindset - identify trends in team performance data and take corrective action - Prior experience in US healthcare or BFSI voice process is a plus - Six Sigma or Lean certification is preferred
Education and Experience Requirements - Degree: BA, Bachelor of Commerce (BCom), Bachelor of Business Administration (BBA), BSc - any discipline from a recognised university - Master of Business Administration (MBA) or PGDM in Operations is a strong plus - Minimum 50% in graduation - 2-5 years of total BPO experience with at least 1 year as a confirmed team leader - Six Sigma Yellow or Green Belt certification preferred - Candidates with team leader experience in US healthcare, telecom, or BFSI voice processes preferred
BPO team leader average salary
In India, BPO Team Leaders earn 3.5-6 Lakhs Per Annum (LPA) CTC depending on experience, account complexity (healthcare/BFSI vs general), and location. Premium accounts (US healthcare, US BFSI) pay 4.5-6 LPA. Bengaluru, Gurugram, and Hyderabad offer the highest salary bands. Six Sigma-certified TMs command a 10-15% premium.
Source: Naukri Salary Index 2025-26; Randstad India BPO Salary Trends 2025.
Benefits - CTC includes: Basic + HRA + Shift allowance + Team performance bonus (monthly, based on team KPI achievement) - Statutory: Provident Fund (PF), Employees' State Insurance Corporation (ESIC) (if eligible), Gratuity (payable after 5 years) - Additional: Group medical insurance (₹5 lakh cover for self + dependents), accidental insurance, annual bonus - Perks: Cab facility for night shifts, subsidised cafeteria, certification sponsorship (Six Sigma, Lean), quarterly team events
Other details - Probation period: 6 months - Notice period: 30-60 days (15 days during probation) - Immediate joiners preferred: Yes - within 15-30 days - Bond / Service agreement: None typically for team leader roles - Working days: 5-6 days a week (rotational week off; fixed week off for some accounts) - Work mode: Work from Office (contact centre) - Shifts: Rotational shifts based on client time zone - US shift typically 5 PM-2 AM IST or 6 PM-3 AM IST; domestic shifts: general (9 AM-6 PM) - Relocation support: Not provided
Selection process
1. Resume screening: Based on BPO team leader experience, account type (healthcare/BFSI/telecom), team size managed, and Six Sigma certification
2. Operations assessment: 30-minute online test covering contact centre metrics calculations, shrinkage management scenarios, and MS Excel proficiency
3. Panel interview: 45-minute interview with Operations Manager and HR - discuss team management approach, conflict resolution example, data-driven decision making
4. Presentation round: 10-minute presentation on how you would improve team CSAT by 10% in 3 months - evaluate analytical thinking and communication
5. Mock coaching session: 15-minute role-play where you coach an underperforming agent - evaluate coaching ability
6. Offer rollout (conditional on background verification)
How to apply - Platform: Apply through LinkedIn, Naukri, the company careers portal, or via employee referral - Documents: Resume (PDF), latest degree certificate, Six Sigma certification (if applicable) - Timeline: Rolling applications; interview process completed within 1-2 weeks - Referral: Employee referrals preferred - mention referral ID in application
Frequently asked questions
1. What does a BPO Team Leader do in India?
A BPO Team Leader manages 12-18 agents in a contact centre, monitoring real-time performance, coaching agents, managing shrinkage, and reporting KPIs to the Operations Manager. They conduct huddles, listen to calls, and drive CSAT, AHT, and FCR targets.
2. What qualifications do I need to become a BPO Team Leader in India?
A bachelor's degree in any discipline is required - Bachelor of Commerce (BCom), BA, Bachelor of Business Administration (BBA), or BSc. 2-5 years of BPO experience with at least 1 year as a team leader is expected. Six Sigma certification is preferred. Strong MS Excel skills are a must.
3. What is the average salary of a BPO Team Leader in India?
BPO Team Leaders earn 3.5-6 Lakhs Per Annum (LPA) CTC. Premium accounts (US healthcare, BFSI) pay 4.5-6 LPA. Six Sigma-certified professionals command a 10-15% premium. Bengaluru, Gurugram, and Hyderabad offer the best pay.
4. How can I hire the right BPO Team Leader in India?
Assess their understanding of contact centre metrics through a short calculation test. Conduct a mock coaching session to evaluate their feedback and people management skills. Look for candidates who have managed teams on US healthcare or BFSI accounts. Prior experience with Six Sigma or Lean methodology is a strong indicator of process maturity.